We can’t say thank you enough! Revellations! Thanks to all of you who completed our 2023 Customer Satisfaction survey. As ever, we are analysing the results and will concentrate on improving those areas where things could and should be better. But the number of customers who declared themselves satisfied or very satisfied climbed to 84%, slightly up on last year. Here’s a snapshot of what you had to say. James Revell joined us as our first Director of Contact Solutions earlier this year, after long experience heading up the International Contact Centres of Air France-KLM. Here he reflects on his first three months at Whistl.
Wells Said
It’s pretty challenging out there right now. Despite the welcome recent announcement of reduced inflation to 7.9%, the consumer landscape including spending is tough and that impacts most businesses as well as our people of course. From my experience in business, through the good times and the not-so-good, I’ve learnt that the companies who come through relatively unscathed are those whose products or services are valued. Value and worth run deeper than price and cost: they are what we at Whistl look for from a supplier, and they are what we always strive to provide to our customers. In a service industry like ours, it’s our people and the strength of the working relationships they form that create that value. From that people platform, we can devise and sustain solutions that enable our customers to thrive, not just survive. Given the current economic headwinds, there’s real value in that. Parts of our business are over- performing and other parts are finding it more challenging, but that is the benefit of the portfolio of services we offer. Cheers for now, and enjoy the rest of the summer.
James Revell Director of Contact Solutions
What attracted you to Whistl after such a lengthy stint in the airline industry? The ambition of the company, and the diverse service proposition it offers the market. The Contact Solutions division has an excellent culture that has translated into teams full of long-standing colleagues with years of customer service experience under their belts. These seasoned customer service professionals offer a wealth of opportunity to new and existing customers alike. As a customer service outsourcing company, we are unique in our culture and in the high tenure of our agents and colleagues. High staff turnover is the enemy of great customer service, and since Covid it has been rife within the industry. Attracting, retaining and nurturing great talent is our key to further success, enabling us to create a team of true brand ambassadors who deliver an authentic customer service experience. What’s different about Whistl Contact Solutions? How would you define great customer service? It’s neither bland nor transactional. It’s conversational, colourful, multi- faceted, responsive and even emotional – a uniquely human experience, augmented by automation
And how does Whistl achieve that? The golden thread that runs through our offer is our customer service language that is tangible, measurable and meaningful. Living the language enables us to deliver consistency, ensuring we have a symmetry between the colleague and customer experience, which is paramount. We commit to delivering great customer service internally as colleagues, so we can recognise and replicate this to our clients and their customers. This is contact with character! What about the future? Where are we headed in customer service? We must evolve. We must continue to innovate for clients. AI is advancing rapidly, offering almost limitless possibilities to minimise customer and colleague effort, helping us refine our experience and be even more efficient. We cannot be complacent, and need to ensure we attract and retain the best talent needed to deliver on our promise, creating a team who can truly represent our diverse customers.
‘We’ve been a very happy customer since day one. Excellent communication, resolve any problems that arise, always cheerful and friendly’. FULFILMENT CUSTOMER
‘Team go out of their way to understand our complexities and ensure that we don’t only keep up with our competitors, but exceed them…’ MAIL CUSTOMER
‘Always get a quick response to any request’. CONTACT CENTRE CUSTOMER
‘I have been dealing with Whistl for about 15 years…I have only ever been pleased with the consistently good service provided’. DOORDROP MEDIA CUSTOMER
84% Satisfied or very satisfied
‘Our Account Manager has been consistently helpful and responsive… my experience with your company has been very positive’. INTERNATIONAL CUSTOMER
‘The variety of booking options enables us to choose the best service for every delivery’. PARCELHUB CUSTOMER
‘Communication is very good, you can always contact someone… explanations are thorough and the
team are very patient’. POSTHUB CUSTOMER
‘Very happy with the ease and efficiency of the service – always very happy and confident in the process’. LEAFLETDROP CUSTOMER
‘Really helpful Account Manager, always quick to respond… overall pick-up service
and AI certainly, but above all recognising the customer as an individual.
is reliable and on time’. PARCELS CUSTOMER
Nick Wells, Executive Chairman
2 Whistl Magazine • Summer 2023
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Whistl Magazine • Summer 2023
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